Support Manager

ANDREA FONVILLE-WHITE

Raleigh, NC ***** ********@*****.***

linkedin.com/in/andreafonvillewhite

PRODUCT DEVELOPMENT AND SUPPORT PLANNER

SUMMARY

Detailed Product Planner professional with an extensive experience in all phases of product planning development from concept to life-cycle planning. Developed and implemented field service-ability enhancements and training for mid-range Direct Access Storage Device (DASD) devices, as part of a Development Core Team (DCT) from product concept to end of life-cycle. Formulated action plans to resolve problems and symptom/fix plans to enhance future support and field effectiveness. Provided problem escalation management and support. Proven success in bringing Storage DASD products from conception to market and laying the most successful route to quick fix-on-failure and low field failures.

CORE COMPETENCIES

•Global Service and Service Support rep on DCT’s and Product Development Teams (PDT’s)

•Level 3 escalation path for Remote and On-site customer support personnel

•Cross-functional global team communications

•Recommendation and implementation of FRU/CRU parts strategy and stocking per North America

•Technical manuals evaluator

•Knowledge-base System implementer and documenter

•Request-For-Announcement (RFA) reviewer and signer

•Microsoft Excel, PowerPoint & Word; MS Project 98 & 2000, Adobe Acrobat

•Master’s Certificate in Project Management

PROFESSIONAL EXPERIENCE

NetApp, RTP, NC 2013 - 2014

Support Advisor

Provided reactive support for a Federal Healthcare customer. Focal point for the customer and Sales Account team who focused on tracking, managing, and assisting in the closure of support cases for Storage subsystems. Provided priority case management and processed case mortems. Managed a diverse install base across many end-user customers. Directed service reviews for the account team and customers.

ACS, INC., Raleigh, NC 2011 - 2012

Apple Advisor

Provided remote support for Apple, Inc.’s Mac products in the US and Canada. Supported products included iMac, MacBook Pro, MacBook Air, Mac mini and Mac Pro. Advised Apple Care customers with usage and configuration assistance while providing Tier 1 problem determination and trouble-shooting.

IBM, RTP, NC 1992 – 2009

Worldwide Service Planner 2000 - 2009

Planned and implemented service, support and parts strategy for IBM’s Networking and Storage products from concept stage to the products’ end-of-service. Served as the liaison on a technical product team between the Product Division and the Geography Service Planners and Field Engineers. Global Planning lead for the Disk Storage Subsystems; DS300, DS400, DS3000 and the DCS9550.

Technical Support Professional 1999 - 2000

Aided software developers in testing and implementing a technical knowledge web-based database for remote networking support personnel and field engineers. Led a team of authors who developed technical documents and flowcharts to aid in networking problem determination for the field engineers and the remote support personnel.

ITAP Software Support Specialist 1997- 1999 Provided customization, usage and installation support for IBM customers and other support centers for MVS/VTAM access method on host systems, Network Control Program (NCP) on communication controllers and IBM workstation controllers. Supported TN3270, AnyNet, SNI, and APPN.

Remote Support Specialist 1993 -1997

Provided all levels of field personnel with innovative approaches and technical direction on problems that escaped the maintenance package. Used independent judgment and in-depth product knowledge to remotely analyze data and formulate action plans. Maintained complete, accurate, and current data bank to enhance field personnel’s ability to service products. Used extensive product knowledge with product engineering input to minimize the impact of problem rediscovery on customer operations. Monitored field performance of assigned products to identify potential problems and to minimize the number of customer outages.

Customer Engineer 1992 -1993 Provided on-site customer support of networking products from midrange systems to stand-alone printers. Performed diagnostic analysis which included network problem determination to the IBM device. Installed new products at customer locations and provided timely maintenance fixes.

EDUCATION

BS, Engineering, Electrical Discipline, Temple University, Philadelphia, PA

PROFESSIONAL DEVELOPMENT

Master’s Certificate in Project Management, George Washington University, on-line, 2001

REFERENCES

Mr. Otho Lyon

Sr. Manager, US Public Sector Support Account Management

919-***-**** Office

Email: *****@******.***

7701 Kit Creek Road

Building 1

RTP, NC 27713

Mr. Wesley A. Robertson

NetApp Manager, Customer Services – U.S. Army

U.S. Public Sector

ITIL® v3 Foundation Certified

919-***-**** Office

919-***-**** Mobile

email: ******.*********@******.***

7701 Kit Creek Road

Building 1

RTP, NC 27713

Mr. Reginald Browning

IBM Global Technology Services

MTS - Global HWMA Portfolio Leader People Manager

520-***-**** email:********@**.***.***

10734 North Thunder Hill Place

Oro Valley, AZ 85737-7007

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